InfoTrack, a legal technology company, was facing challenges in managing its IT system log data and legal document data for its customers. The company was initially using Amazon Elasticsearch Service, but it ran into security and performance issues. The version of the Elastic Stack used by Amazon Elasticsearch Service only allowed security using IP restriction and restricted developers from tuning the underlying Java Virtual Machine (JVM). Additionally, InfoTrack lacked access to additional features of the Stack, including APM, Index Lifecycle Management (ILM), and Graph. This limited their potential in architecting their system for long-term success and stability, and ensuring they were getting the most value out of the data available to them. Furthermore, the company was struggling with manual logging, which became too time-consuming as InfoTrack grew and didn’t allow developers to trace and debug applications.

Profusion, a data science and marketing services company, was grappling with the challenge of slow and reactive reporting for its clients. The company wanted to transition its clients from relying on manual, Excel-based reporting to a more proactive, real-time optimization. A specific challenge was presented by a London creative agency, which required Profusion to develop a solution for reporting ticketing data to its client, an international live show production company. The agency had two requirements: an intuitive interface to communicate financial investment and return through different marketing channels, and the ability to query a single customer view of its customer and extract this data for use within its other business tools. The existing process was labor-intensive, with information only available sporadically or on the client’s request.

Virtec Attractions, a company specializing in dynamic 4D attractions and VR solutions, aimed to provide users with a new type of entertainment by combining an immersive demo experience with their Transfinity motion platform. The main challenge was to create a smooth, fully integrated VR experience with the motion platform that would not cause motion sickness or discomfort to users. Another challenge was the rapid development and change of VR devices. As soon as a more advanced headset was brought to market, the development team had to adjust the software to the new hardware. This constant need for adaptation and improvement posed a significant challenge.

The City of Billings, Montana, the largest city in the state, provides reliable water distribution, wastewater collection and treatment, and garbage collection to its population of 110,000 people. The city was facing challenges in meeting evolving customer expectations and delivering a high-quality customer experience. Their initial attempt at an online payment platform was limited in functionality, focused solely on bills, and was cumbersome to use. The platform was not user-friendly and did not meet the needs of a wide range of customers, some of whom were tech-savvy while others preferred more traditional solutions. The city was receiving a high number of customer calls and complaints related to bills and payment issues. Therefore, they were in need of a platform with self-service solutions to help resolve these common customer issues online.

Toshiba was faced with the challenge of building the next generation of its TCx™ Sky retail optimized operating system. The new system needed to provide stability, security, and performance for today’s widely distributed Point of Sale (POS) systems and also serve as a foundation for emerging IoT innovations such as biometrics and anonymous facial recognition. With TCx Sky powering over a million checkout lines and running a streamlined embedded Linux kernel suitable for retail applications, Toshiba needed a technology partner to help it keep up with the constant evolution and security monitoring associated with embedded Linux deployments. The challenge was further compounded by Toshiba's diverse customer base, which necessitated the constant release of new products to keep up with the latest silicon and security features.

In 2018, three large metropolitan councils based in Adelaide, the Cities of Charles Sturt (CCS), Marion (COM), and Port Adelaide Enfield (PAE), formed a collaborative partnership for the benefit of their communities. The IT teams of these councils were responsible for ensuring all projects planned for the communities were seamlessly executed and delivered in a timely and cost-effective manner. However, the IT infrastructure of all three councils was not closely aligned, which hindered collaboration and knowledge sharing across business functions. The Service Desk setup of the three councils was different and made effective collaboration and cross-team communication a challenge. All three councils had their own Service Desk solutions, so information from one could not easily be shared with the other councils. Two of the councils, PAE and CCS, also had ageing legacy software which needed to be modernised urgently.

Code Engine Studio, a software development firm based in Vietnam, was facing significant challenges in managing time off requests and calculating payroll for its rapidly growing team. The company was using spreadsheets and emails to track and respond to time off requests, which was becoming increasingly difficult as the company grew. The process was time-consuming, with the company spending up to 8 hours each month collating and finalizing time off and payroll data. The system was also prone to errors, with leave requests often being missed or not addressed on time. This led to difficulties in calculating payroll each month, as the HR team had to double-check various spreadsheets, emails, and chat messages to ensure accurate data. The company needed a simple, efficient platform through which employees could submit their time off requests and managers could approve or reject these requests in a timely manner.

At the onset of the COVID-19 pandemic, the UK's public health infrastructure and NHS frontline professionals were overwhelmed as patient numbers began to exceed available resources. Doctaly, an innovative Healthtech solution, was faced with the challenge of easing the demand on healthcare workers. The company needed to prioritize high-risk cases while also providing reliable guidance to patients experiencing COVID symptoms. The challenge was twofold: low patient adoption due to app fatigue and maximizing the efficiency of healthcare workers. The company had previously used Intercom and Twilio, but these solutions did not offer the breadth of capabilities needed for the new challenge.

Doozer, a SaaS platform specializing in real estate renovation, faced several challenges in managing their sales process. Their sales team had to handle three different target groups: craftsmen, B2B clients such as private housing companies and public housing schemes, and B2B2C clients that include individuals owning multiple houses that they rent out and need craftsmen regularly for renovation. The company was struggling with organizing data, following up with leads regularly, and managing a large number of leads. They were using Salesforce, but it wasn't flexible enough to meet their requirements. They needed a CRM tool that was flexible, highly customizable, and offered advanced workflow capabilities to manage their fast-growing business.

Edinburgh Trams, an award-winning tram operator based in Scotland, was facing significant challenges in customer service. The company was dealing with low customer satisfaction and inadequate reporting and customer insights. The customer service was initially shared with their sister organization, Lothian Buses, as part of an existing Service Level Agreement. However, as Edinburgh Trams matured as an organization, the decision was made to bring the Customer Services operation in-house. This was to ensure that Customer Relations Officers at Edinburgh Trams could provide personalized advice to customers in a timely and accurate fashion. However, the transition from a shared service to an in-house operation presented its own set of challenges, including managing customer queries across multiple channels such as email, phone, help-center, chat, and social media.

FinAccel, an Indonesian fintech company, was facing challenges with its customer support system. Initially, customers who needed to contact the support team would do so via the support email address or the native phone channel. This support email ran on Gmail and presented several challenges. The most significant of these was the lack of visibility over customer inquiries and resolutions. There was no way to track or measure critical support metrics like response times, and the shared inbox system led to issues with accountability and efficiency. Furthermore, FinAccel was keen to implement live chat to offer their users a familiar conversational experience, especially considering their target base of the Indonesian millennial population. This demographic has shown a preference for popular messaging applications like WhatsApp and Facebook Messenger, making it crucial for FinAccel to offer a similar, conversational and continuous customer experience.

Gogoprint, the largest online printing company in South East Asia, faced significant challenges in managing its talent pool and maintaining transparency across the hiring lifecycle. Despite being a printing company, Gogoprint identifies itself as a Tech and Marketing company, necessitating the acquisition of tech-savvy, independent, motivated, and self-driven talent. The company's unique hiring process, involving multiple rounds of screening, interviews, and practical tests, required a platform that could accommodate these steps while enabling collaboration among all stakeholders. Furthermore, as a rapidly growing business, Gogoprint had to fill several positions simultaneously, making it challenging to keep track of all interviews, follow-ups, and decisions.

Happay, a fintech startup specializing in corporate expense management, was facing challenges in managing its customer service operations. The company, which operates on a subscription model, needed to ensure quality customer service to maintain trust and encourage subscription renewals. With over 25,000 customer queries per month across various channels, Happay had outgrown its initial systems which were not interconnected. The company aimed to resolve each ticket within 16 hours, a target that was difficult to achieve with the legacy systems. Additionally, the support team had to collaborate with bank partners to resolve issues like invoice-related queries, technical bugs, and legal contracts. The lack of a unified system across internal teams made information sharing difficult. Happay was in need of a platform that would support their business model, unify their operations, and enable easy collaboration.

Iba Cosmetics, an India-based cosmetics company, faced a significant challenge when the COVID-19 pandemic forced a nationwide lockdown in India. The company, which had initially focused on offline retail, had to quickly shift its strategy to e-commerce. This sudden shift brought about a huge increase in the volume of customer queries, which the company struggled to manage efficiently. The company also wanted to replicate the meaningful human interactions that were a hallmark of their offline retail stores. However, the simple chat tool they initially implemented on their website and their WhatsApp Business account were not sufficient to handle the increasing volume of online queries.

Instantprint, the UK’s largest online printer, experienced rapid growth of 136% over the last five years. However, this growth brought challenges in maintaining their high level of customer service. The team struggled with a lack of visibility, unable to establish a single customer view of all communications across channels. This led to duplicated work for agents when a single customer reached out on multiple channels. They also lacked an organized method of tracking the volume or nature of customer queries, making it difficult to identify and address common customer pain points. Furthermore, without a way to track Customer Satisfaction (CSAT) scores, they had no means to measure the effectiveness of their customer service. Lastly, shared inboxes led to confusion and lack of ownership, as agents had no visibility into who was answering which tickets.

L’Osteria, a renowned restaurant chain with over 120 outlets across 8 European countries, was grappling with an outdated legacy system for managing its IT service delivery. The system's limited capabilities, ongoing maintenance and support issues, and poor user experience were impeding the restaurant chain's growth. The central IT department, which catered to all the restaurants, was inundated with repetitive requests on recurring issues such as WIFI problems and machinery breakages. This resulted in an excessive workload for the IT team and a lack of structure and automation in their operations. The legacy system was unable to support the scale and speed at which L’Osteria was operating, leading to inefficiencies and hindering their ability to provide top-notch service.

The London Academy of Music and Dramatic Art (LAMDA) is a prestigious drama school and a regulated awarding organization that offers globally recognized qualifications. The examinations department of LAMDA faced significant challenges due to the COVID-19 pandemic. Prior to the pandemic, LAMDA allowed customers to raise queries through tickets on the website or through phone calls. However, with the enforcement of lockdown and the shift to remote work, phone support had to be discontinued. This led to an exponential increase in the number of tickets coming in through Freshdesk, their customer support platform. Additionally, LAMDA had to transition from offline examination centres to online assessments, which led to a surge in queries about the new examination format and test requirements. The situation was further complicated by a reduction in the size of the customer service team due to the pandemic, resulting in each agent having to handle a significantly larger number of tickets.

Moka, a direct-to-consumer FinTech company, was experiencing rapid growth since its launch in 2017. The Moka app had been downloaded over 1 million times and had thousands of 5-star reviews. However, with this growth came the challenge of scaling its customer support. Moka was already using some support functionalities within their CRM ecosystem, but these did not offer robust features that could provide excellent customer experience at scale. The company faced a high volume of messages during billing periods and general inquiries that consumed valuable support staff bandwidth. Moka’s Head of Customer Success, Cloe Tetreault-Tremblay, was faced with the decision of either scaling the support team at the same pace as their user base or automating some part of their customer experience to free up valuable work hours for support agents.

The air travel industry has become increasingly complex, with customers demanding instant, personalized, and round-the-clock service. PLAY Airlines, a startup airline based in Iceland, recognized the need for a superior customer service solution that could handle a high volume of inquiries efficiently, provide 24/7 support, and scale up as necessary. The traditional phone-based customer service model was proving inadequate, leading to long wait times and customer dissatisfaction. The challenge was to replace this outdated model with a solution that could offer a frictionless experience, even during peak times or during disruptions like the Covid-19 pandemic.

Sector Alarm, a leading European security company, was facing challenges with its customer service strategy. Despite having a robust omnichannel approach, the company identified inefficiencies in its live chat sessions, particularly in larger markets. Multiple agents were handling each chat session, often dealing with repetitive inquiries such as password resets or product information requests. The company estimated that agents were spending an average of two and a half minutes per chat searching for customers and updating the CRM. Sector Alarm had previously implemented a chatbot solution in 2018, but it was 'tech-heavy' and lacked flexibility. The company found it difficult to make necessary changes and updates without the frequent involvement of the IT department. The initial chatbot solution was not scalable and was unable to meet the growing demands of the company's customer service needs.

Alice, a leading travel tech start-up and Israel’s largest online travel agency, was facing significant challenges in managing its customer service requests. Prior to implementing Freshdesk, Alice used a shared mailbox for all agents to handle customer service requests. This system lacked a logical ticket-tracking mechanism, leading to inefficiencies and difficulties in monitoring and following up on tickets. As Alice continued to grow, this mechanism proved inadequate. There were no set service level agreements for ticket resolution, no escalation process for high-priority tickets, and no automations or rules in place to improve efficiency. The lack of these features resulted in agents spending unnecessary time choosing which tickets to address, and a lack of visibility into the overall customer support process.

Florence by mills, a skincare and beauty brand, faced a unique challenge in October 2021. The brand noticed a disconnect between the person transacting on their website and the end-user of the product. Often, it was a parent or family member buying products for a younger relative instead of someone purchasing for themselves. This presented a challenge in terms of engaging and converting both Gen Z consumers and their parents. The brand needed a solution that would guide both the end consumer and the gift-purchaser throughout their shopping journey, ensuring that the right products were recommended to the right customers.

Ethan Allen Workforce Solutions, the largest full-service agency in the Hudson Valley area, was facing challenges in managing the talent lifecycle efficiently. The company specializes in healthcare, administrative, and industrial sectors, providing both direct recruitment and temporary staffing solutions. Despite transitioning to the Bullhorn Platform, the team was still grappling with manual processes that were time-consuming and inefficient. The challenge was to implement a system that could automate various stages of the talent lifecycle, from attracting and engaging to onboarding and nurturing talent. The goal was to enhance the candidate experience, create a consistently engaged talent pool, and lower the cost of talent acquisition.

Mama Money, a rapidly growing tech company specializing in cross-border payments, was facing challenges with their customer support system. They were using Google Sheets to track all customer interactions, which became increasingly cumbersome as the company expanded into new regions and increased their field agent strength to 2500. The company was facing scaling and growth-related issues and needed a solution that could cater to their specific needs. These included identifying new channels for rapid market acquisition, managing the increased volume of customer interactions, and providing a simple and intuitive user interface, especially in markets like West Africa where users were less tech-savvy.

MediusGo, a cloud-based tool developed by Swedish software company Medius, was facing a significant challenge in managing a high volume of customer support tickets. The company was initially using Desk.com from Salesforce as their customer service solution. However, the solution was soon retired, and MediusGo needed to explore alternatives. The company evaluated several solutions, including Salesforce Lightning, Zendesk, Kayako, and Freshdesk. The primary goal was to find a solution that would allow them to be self-sufficient and not rely on consultants for every move. They also wanted to improve the adoption of self-service among their customers to reduce the number of support tickets. The company receives a large volume of support tickets every month, and they wanted to equip their customers with the knowledge and tools they needed to solve their own issues, reducing the need for regular contact.

Candace Junée, the founder of Epic Fab Girl and 6-Figure Maven, was facing a challenge with her rapidly growing Instagram account. In less than a year, her follower count had surged from 10,000 to over 50,000. This growth led to an increase in direct messages (DMs) from followers asking about products or seeking customer support. Candace, who values attentiveness to her followers as a crucial part of her brand, found it increasingly difficult to respond thoughtfully to the large volume of DMs. She was looking for a more efficient way to manage her inbox, engage with her followers in a meaningful way, and continue to provide the high-quality customer experience that her followers had come to expect.

Humber River Hospital, a major acute care facility in Toronto, Canada, was grappling with a significant challenge - the nursing shortage. The hospital was continually seeking first-rate ICU nursing candidates to staff its facility. However, the traditional recruitment methods, such as job ads on Indeed, were not yielding the desired results. The high competition among other Toronto hospitals made it difficult for Humber River Hospital to stand out with only a text ad. This resulted in a low return on investment (ROI) for its high cost. If the hospital didn't get enough candidates through job boards, they would have to resort to recruitment agencies, which cost an average of $15,000 per hire. The hospital was in dire need of a more cost-effective way to attract and qualify candidates for its internal recruitment agents.

Nikmit, an eCommerce marketplace based in Macedonia, was struggling to generate the desired return from their Facebook ad strategy. The company was primarily using Facebook ads with a traffic objective and boosted organic posts to generate interest and surface new products. However, this approach was not yielding the expected results. Nikmit needed to reach the right audiences and initiate conversations with them to boost awareness and sales. The company's goal was to better surface product lines and build relationships with new audiences through Chat Marketing.

Zoom Video Communications, Inc., a leading enterprise video communications platform, experienced significant growth during the first months of the COVID-19 pandemic. This rapid expansion required a scalable and secure identity solution that would also provide a seamless user experience. Zoom's legacy identity management environment was not equipped to scale easily with the public cloud or to the hundreds of thousands of systems in use. The company needed a solution that could handle the immense growth while maintaining security and compliance standards. The challenge was to find a solution that could secure server access, alleviate the pressure on Zoom's data center operations team, and provide a seamless user experience to the millions of customers who rely on Zoom for work, education, and personal use.

Emerson, a global technology, software, and engineering company, faced a challenge in elevating its digital engagement with customers and prospects. The company, which already had millions of web visits annually, wanted to improve the customer experience and connect customers with subject matter experts more efficiently. The goal was to reduce the time it takes for customers to get their needs met, replace form fills, capture intent, and deliver high-value leads directly to their product experts. Initially, Emerson used a simple web-based calendaring solution, but scalability was a problem given the company’s size, personnel depth, and geographic diversity. They needed a solution that could provide artificial intelligence with chat capabilities, which their previous tool lacked. Furthermore, Emerson required a globally scalable solution that would consider customer intent and a partner that could support them without adding headcount.